BPO Quality Assurance Analyst

4 weeks ago

Cagayan de Oro, Philippines SupportZebra Full time

Job Summary

We are seeking a detail-oriented and analytical Quality Assurance Analyst to join our dynamic team. As a QA Analyst, you will be responsible for monitoring and evaluating the quality of customer interactions handled by our ambassadors. Your primary goal will be to ensure adherence to established processes, quality standards, and client expectations, ultimately contributing to enhanced customer satisfaction and operational efficiency. You will identify areas for improvement, provide constructive feedback, and contribute to the development of training and coaching initiatives.

Job Description
  • Monitor & Evaluate: Assess customer interactions (calls, chats, emails) against quality standards and procedures.
  • Assess Performance: Score and document agent performance using defined metrics.
  • Provide Feedback & Coaching: Offer objective, timely feedback to agents and TLs, highlighting strengths and development areas.
  • Participate in Calibration: Ensure consistent scoring through calibration sessions with stakeholders.
  • Analyze Data: Identify quality trends and root causes through data analysis.
  • Prepare Reports: Present regular, high-quality reports with key findings and actionable recommendations.
  • Contribute to Process Improvement: Assist in identifying and implementing best practices for enhancing service quality.
  • Support Training: Collaborate on identifying training needs and developing materials.
  • Ensure Compliance: Adhere to client and internal quality requirements.
  • Engage in Continuous Learning: Stay updated on relevant knowledge and methodologies.
Qualifications
  • Previous experience in a Quality Assurance role within a BPO setting.
  • Strong analytical and problem-solving skills.
  • Excellent listening, verbal, and written communication skills.
  • Proficiency in using evaluation tools and reporting systems.
  • Ability to provide constructive feedback positively and professionally.
  • Strong attention to detail and accuracy.
  • Ability to work independently and as part of a team.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Familiarity with call monitoring and CRM systems is an advantage.
  • Demonstrated commitment to continuous improvement.
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